Summary
Overview
Work History
Education
Skills
Attributes
Timeline
Generic

Christi Hopkins

Memphis

Summary

To obtain a position as a Contact Representative-Centralized Evaluative Review (CER) Specialist that will allow me the opportunity to fully utilize my education, experience, and expertise in research, data collection, and analysis, and improving the effectiveness of operating strategic programs. I am service-focused and recognized for achieving organizational goals. I have the ability to deliver various aspects of operations with extensive experience in project and issue-resolution management. Resourceful Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing innovative solutions.

Overview

12
12
years of professional experience

Work History

Supervisory Customer Service Representative

Internal Revenue Service
09.2019 - Current
  • Plans work to be accomplished by subordinates, sets and adjusts short-term priorities, and prepares schedules for completion of work
  • Evaluate the work performance of subordinates and make recommendations for outstanding performance recognition and/or disciplinary action
  • Gives advice, counsels, or provides instruction to employees on work and administrative matters
  • Hears and resolves complaints from employees, refers group grievances and/or more serious unresolved complaints as appropriate
  • Effects minor disciplinary measures, such as warnings and reprimands, recommend other actions in more serious cases
  • Analyzes data to determine developmental and training needs of employees
  • Initiates ways to improve production and work processes and/or to increase the quality of the work directed
  • Uses judgment and interpretative skills to adapt to complex and sensitive situations Knowledge of Code of Federal Regulations, Executive Orders, Internal Revenue Manuals, Office of Personnel Management directives and publications, and national office and regional office directives, instructions, and delegated authorities
  • Prepares for and conducts informal/formal training and counseling as needed
  • Responsible for developing and maintaining a positive working relationship with both employees and peers to help foster a harmonious labor and employee relations environment
  • Ensures that actions taken are consistent with and conform to good management practices, regulations, past practices, and precedents
  • Serves as the Backup manager of the OARS program
  • Assists in the hiring process
  • Balances staffing and call demand by utilizing Aceyus, Enterprise Telephone Data (ETD), and Infrastructure Upgrade Project (IUP) to initiate agent movement
  • Uses Cisco Unified Intelligence Center (CUIC) for real-time monitoring of Customer Voice Portal (CVP), Voice Response Unit (VRU), and Intelligent Call Manager (ICM) systems and agent activity
  • Monitor call flow and agent availability while maintaining targeted level of service (LOS) goals for Accounts Management
  • Leads the Quality Initiative for the Department, which consists of implementing innovative ideas and methods to improve quality
  • Represents the Department in Managing a Part of the Solution
  • Leads the Department Lead meetings which consists of training and ensuring the new leads within the department have the required access and systems
  • Oversaw the Injured Spouse Training for the Leads/Experienced CSRS in the Department
  • Completed Evaluative and Non-Evaluative Embedded Quality Review System (EQRS) Reviews on employees
  • Monitors call in Verint
  • Shares Centralized Evaluative Reviews (CER) with employees and updated Sharepoint
  • Holds weekly team meetings to foster open communication and ensure quality initiatives are shared.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Streamlined call center processes for improved efficiency and reduced wait times.

Contact Representative-Centralized Evaluative Review (CER) Specialist

Internal Revenue Service
07.2022 - 12.2023
  • Completes evaluative reviews on toll-free telephone calls, utilizing the Contact Recording System, and/or reviews closed paper cases using the electronic Correspondence Imaging System (CIS), evaluating the effectiveness of the call/case, identifying if all customer issues were resolved and actions taken were complete and correct
  • Evaluate current procedures and policy, proposing appropriate action, which may include changes to the Probe and Response Guide, Interactive Tax Law Assistant (ITLA), and Internal Revenue Manual (IRM) revisions
  • Analyzes and evaluates information involving the research of records and the nature of each inquiry, including the way it was presented, in order to determine if all aspects of the case were completed accurately
  • Measures the accuracy of service provided to AM customers
  • Uses quality monitoring techniques: contact recording, CIS, and diagnostic reports to assess and identify trends affecting quality
  • Results may indicate training needs, procedural problems or areas needing emphasis
  • Maintains current knowledge of procedures, policies and directives, answers questions, and provides both classroom and On Job Training (OJT) instruction to employees
  • Develops and prepares written or oral reports summarizing activities, identifying quality problem areas, and recommending solutions for improvements
  • Utilizes the Embedded Quality Review System (EQRS) to record reviews and extract review data
  • Identifies and analyzes quality trends or deficiencies that impact Customer Accuracy
  • Prepares written quality improvement recommendations to the CER Manager, Improvement Specialist, Process Improvement/Customer Accuracy (PICA) staff, and/or the headquarters product Line and Policy Analyst
  • Develops presentations and briefs the CER Manager concerning program issues, and seeks management approval and cooperation in implementing quality initiatives
  • Creates and delivers training on quality initiatives
  • Review, research, and provide written feedback on rebuttal cases where a defect may have been charged in error
  • Provides technical guidance on issues, proposals, and activities impacting evaluative review program operations to ensure operating units are in alignment with regulatory and administrative provisions and requirements
  • Reviews proposals to alter or modify concepts, processes, or functions for compatibility with program goals and objectives associated with evaluative review, as well as analyzes and evaluates new requirements, policies, and modifications for impact on program operations, systems, and resources
  • Provides technical advice and staff assistance to frontline managers and employees in the operational program area assigned
  • Adapts and prepares operating guidelines, instructions, and other material pertaining to assigned program areas for local use.

Contact Representative

Internal Revenue Service
11.2011 - 08.2019
  • Provided technical assistance to individuals and/or businesses primarily through telephone interaction
  • Addressed a wide range of issues or problems that require unique solutions
  • Applied the tax code to assist taxpayers in understanding and meeting their tax responsibilities
  • Secured, analyzed, and protected sensitive personal and financial information
  • Made determinations and used sound judgment to resolve taxpayer disputes and delinquency issues
  • Developed, analyzed and evaluated information involving the research of computerized records by accessing multiple online/database systems such as the Integrated Data Retrieval System (IDRS), Account Management Service (AMS), Correspondence Imaging System (CIS), and the Internal Revenue Manual (IRM) and Daily usage of the Integrated Automation Technologies (IAT)
  • Performed research and analyzed the results to develop recommendations to customers through research fact-finding and evaluative techniques
  • Analyzed and resolved problems encountered or referred from others within assigned program areas
  • Resolved written and verbal inquiries from Taxpayers, ex..1040x, 1st read
  • Conducted telephone interviews with taxpayers and power of attorney
  • Researched and resolved compliance and examination issues
  • Calculated and resolved estimated tax liability issues
  • Conducted research of IRS IRM's codes, procedures and regulations before relaying any information to the taxpayer
  • Provided excellent customer service while simultaneously ensuring the government's best interest
  • Provided refund and balance due information, as well as tax law rules and regulations
  • Resolved any account-related issues such as releasing refunds, holding refunds, transferring derogatory accounts to Exam and/or Collections, analyzing and completing Amended Tax Returns, correcting math errors as well as placing math errors on accounts, identifying accounts that are currently assigned to Revenue Officers and Identity theft and routing them to the proper functions
  • Assisted with multiple phone applications such as Toll-Free, TPP, and PPS
  • Processed paper products such as Amended Returns, Taxpayer Correspondence, and Duplicate Returns.

Supervisory Tax Examining Technician

Internal Revenue Service
01.2018 - 06.2018
  • Planned work to be accomplished by subordinates, set and adjusted short-term priorities as needed, and prepared schedules for completion of work
  • Evaluated work performance of subordinates and made recommendations for outstanding performance recognition and/or disciplinary action
  • Gave advice, counsel, or instruction to employees on work and administrative matters
  • Heard and resolved complaints from employees, referred group grievances and/or more serious unresolved complaints as appropriate
  • Effected minor disciplinary measures, such as warnings and reprimands, recommend other actions in more serious cases
  • Used judgment and interpretative skills to adapt to complex and sensitive situations
  • Knowledge of Code of Federal Regulations, Executive Orders, Internal Revenue Manuals, Office of Personnel Management directives and publications, and national office and regional office directives, instructions, and delegated authorities
  • Prepared for and conducted informal/formal training and counseling as needed
  • Responsible for developing and maintaining a positive working relationship with both employees and peers to help foster a harmonious labor and employee relations environment
  • Ensured that actions taken were consistent with and conformed to good management practices, regulations, past practices, and precedents.

Education

BBA - Marketing

Cleveland State University
Cleveland, OH
06.1993

Skills

  • Root Cause Analysis
  • Customer Relations
  • Resource Allocation
  • Technical communication
  • Improvement plan knowledge
  • Idea Development and Brainstorming
  • Organizational Skills
  • Analytical Skills
  • Problem-Solving
  • Written Communication
  • Advanced Communication
  • Relationship Building
  • Decision-Making
  • Process Improvement

Attributes

Computer literate and skilled in the use of various software packages including Excel, Word, PowerPoint, and proprietary software systems such as SETR, IDRS, AMS, IAT, CII, ACEYUS, VERINT, SHAREPOINT, EQRS, and NQRS, Readily adaptable to changing priorities and assignments, Highly motivated and a fast learner, Works well with others as well as independently, Outstanding verbal, written, and interpersonal skills, Building and retaining client relationships, Talent acquisition & training, Detail Oriented, strong analytical, investigative, and problem-solving abilities, Demonstrated knowledge of education and training techniques and methodology for development of courseware, and communication techniques to present and deliver instruction and training., Extensive knowledge of training systems and computer-assisted training applications such as ELMS and CENTRA to provide technology-assisted training support.

Timeline

Contact Representative-Centralized Evaluative Review (CER) Specialist

Internal Revenue Service
07.2022 - 12.2023

Supervisory Customer Service Representative

Internal Revenue Service
09.2019 - Current

Supervisory Tax Examining Technician

Internal Revenue Service
01.2018 - 06.2018

Contact Representative

Internal Revenue Service
11.2011 - 08.2019

BBA - Marketing

Cleveland State University

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